Senior IVR Analyst at Kentro in Woodlawn, MD

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

We are seeking a highly analytical and strategic Senior IVR Analyst to join our team supporting a massive-scale federal contact center environment handling over 100 million annual interactions. In this senior-level role, you will serve as a Subject Matter Expert (SME) dedicated to optimizing the automated customer journey. Your primary focus will be conducting deep-dive data analysis to dissect call flows, understand caller behavior, and architect strategic enhancements to our IVR and Agentic AI systems. The ultimate goal of this position is to aggressively drive and maximize our containment rates, improve self-service success, and optimize operational costs without sacrificing customer satisfaction.

Location: Hybrid in Woodlawn, MD

Salary Range: $145,000-155,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

Advanced Data Analysis & Containment Strategy:

• Containment Optimization: Spearhead the continuous analysis of call detail records (CDRs) and historical contact center data to identify friction points. Design and implement strategic IVR enhancements explicitly aimed at maximizing call containment and self-service success rates.
• Advanced Analytics: Extract, synthesize, and interpret massive datasets using advanced tools to uncover complex customer behavior patterns within a high-volume (100M+ calls/year) federal environment.
• Performance Tracking: Define and monitor critical KPIs, including automation duration, abandonment rates, and routing accuracy. Transform raw metrics into actionable, data-backed recommendations for executive leadership.
• AI & Automation: Analyze Chatbot and Agentic AI data to isolate success/failure metrics, identifying opportunities to expand automation capabilities and offload agent volume.

System Design & Technical Leadership:

• CCaaS Architecture: Serve as the technical SME for modern CCaaS (Contact Center as a Service) platforms. Design, review, and revise complex IVR scripts, prompts, and routing logic to ensure clarity, accuracy, and cost-efficiency.
• Requirements Translation: Lead the SDLC process for IVR enhancements. Collaborate with business stakeholders to document complex requirements and translate them into detailed system specifications, call flow designs, and AI utterances.
• Environment Management: Oversee the promotion of configurations across multiple AWS environments (Development vs. Production), ensuring seamless integration and deployment.
• Root Cause Resolution: Lead the identification, troubleshooting, and resolution of complex technical and integration issues spanning the IVR, Chatbots, and interconnected enterprise applications.

Quality Assurance, Collaboration, & Mentorship:

• • Complex Testing: Develop comprehensive test strategies, scenarios, and test cases to ensure full coverage of system components and interfaces. Execute functional testing for all system updates and provide strategic testing guidance to junior analysts.
    • Stakeholder Alignment: Bridge the gap between IT Operations, Engineering, and Business stakeholders. Ensure all parties are aligned on project goals, capabilities, and progress.
    • Documentation & Training: Create and maintain robust technical documentation, including call flow diagrams, system models, user guides, and performance scorecards. Lead training initiatives for contact center agents and end-users on new functionalities.

Qualifications

• Experience: 7+ years of dedicated experience in IVR integration, data analysis, and system architecture within large-scale enterprise or federal organizations.
• Education: Bachelor’s degree in Engineering, Business Technology, IT, or a related highly analytical field.
• Technical Stack: Deep understanding of modern IVR platforms and technologies, with mandatory, hands-on experience in the AWS ecosystem (Amazon Connect, Amazon Q, Amazon Contact Lens, Amazon Bedrock, Athena).
• Data Mastery: Advanced proficiency in data visualization and analytics tools (e.g., Tableau, QuickSight) to extract insights from massive datasets. Strong SQL querying experience is required; Python programming skills are highly preferred.
• Methodology: Strong familiarity with SDLC processes, Agile methodologies, and project management tools (such as Jira) to manage large-scale IVR deployments and meet strict deadlines.
• Strategic Problem Solving: Proven track record of successfully identifying root causes of system inefficiencies and proactively engineering solutions that directly increase containment rates.
• Communication: Exceptional written and verbal communication skills, with the ability to present complex technical concepts and strategic business cases clearly to both technical engineers and non-technical executive leadership.

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.